I spent an astronomical amount of money on a high end mattress in Nov2017. It was delivered immediately, and I was happy. However, after sleeping on it, I decided to return it per their 120-day return policy, thinking the the comfort was not what I expected. I waited 30 days as they recommend, went to the store and set up an exchange. When the delivery team came to my house, they refused to take the mattress. They claimed it had a stain, which my eyes cannot detect; also odd since I purchased the high quality mattress cover from Mattress Firm too. But they also said they could not take it because it did not have the law tag. Again, this is odd since I ripped nothing off of the mattress; so how did the tag disappear??? I returned to the store, and the salesman promised to make it right for me. During the second exchange at my house, the delivery team again refused to take it, telling me that the store did not code the exchange properly in the system and that the mattress did not have a law tag. I asked the delivery men to lift the mattress so I could inspect it very carefully. The fabric on the bottom of the mattress was ripped, the stitching in a corner was ripped, and it did not have the law tag (this delivery team did not see a stain either!). One of the delivery men kindly offered his opinion, telling me that questionable practices happen with Mattress Firm all the time, and that I should go to the store and raise hell. I returned to the store again and spoke with the store manager. He said he sent emails to his district manager, but it seemed clear to me that he had no interest in helping resolve the problem. He did tell me that if I originally came into the store for the exchange and lied, telling him that the original delivery men ripped the tag off, then he could make the exchange. Crazy to think that I should have to lie to get what i want..... He did say he would continue to investigate. After my final trip to the store, the store manager tells me that neither he nor his district manager will not do anything about the exchange. The store manager would not give me the district manager's name, number or email address saying that he had personal issues to attend to, but he gave me the Mattress Firm customer service number to call. Once I called, I followed many prompts only to end up at a dead end with automated feedback to contact the store. AHHHHHH. It's an endless loop of frustration. So I am left to believe:
1. MATTRESS FIRM DELIVERED ME A USED MATTRESS THAT I PAID FULL PRICE FOR.
or....
2. THE ORIGINAL DELIVERY TEAM UNSCRUPULOUSLY RIPPED OFF THE LAW TAG WITHOUT MY KNOWLEDGE.
and.....
3. CUSTOMER SERVICE AT THE STORE/DISTRICT IS TERRIBLE. UNWILLINGNESS. CONDESCENSION. ARROGANCE.
Now I'm at home with a mattress that I do not want, and no one at Mattress Firm is willing to correct a problem that they created. I have no recourse for correction or compensation.
All future customers should seriously reconsider their options if they plan to visit the Mattress Firm Exton store. There are several options within a half mile of the Exton store; there is another mattress store immediately across the street, the department stores in the mall, and Raymour and Flannigan down rt 100. It simply cannot be possible for all of those stores to have questionable business practices and horrific customer service. And if you do decide to purchase a mattress from them, you better inspect every square inch of the mattress upon delivery; do not accept it if there is even a stitch out of place because they will use that as an excuse not to take it if you are doing a return/exchange. Do not trust them. read more
